In Route-To-Agent, No Logged Agents versus No Matching Agents?

Version 1

    Details

    This article explains the difference between Route To Agent block > No Logged Agents conditional exit versus No Matching Agents conditional exit.


    Resolution

    No Matching Agents - No logged in agents meet the requirements of the call (such as requested skills) when the call routing occurs.

    No Logged Agents - No agents are logged in when the call routing occurs.


    If there are any agents logged into IPCM from either from Agent Dashboard or HEAT Voice Tool bar, then the conditional exit "No Logged Agents" will never be true. Therefore only for the affected Route To Agent block when there is a skill added to the routing rule for that block AND there are no agents matching that skill will the "No Matching Agents" block be executed.